Normasari, Selvy (2013) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan (Survei Pada Tamu Pelanggan Yang Menginap Di Hotel Pelangi Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian Ini Bertujuan Untuk Menganalisis Pola Hubungan Dengan Mengetahui Pengaruh Langsung Kualitas Pelayanan Jasa, Yaitu Bukti Fisik, Keandalan, Daya Tanggap, Jaminan Dan Empati Terhadap Kepuasaan Pasien Rawat Inap Salah Satu Rumah Sakit Militer Di Kota Malang. Penelitian Ini Disajikan Secara Deskriptif Mengacu Pada Teori Yang Ada. Untuk Mengetahui Seberapa Besar Pengaruh Variabel Bebas Terhadap Variabel Terikat Digunakan Analisis Regresi Dengan Metode Analisa Uji F Dan Uji T. Penelitian Ini Menggunakan Sampel Sebanyak 70 Orang Pasien Rawat Inap Di Salah Satu Rumah Sakit Militer Kota Malang. Sedangkan Pengambilan Sampel Menggunakan Teknik Purposive Sampling , Disebut Juga Judgement Sampling Yaitu Tipe Pemilihan Sampel Secara Acak Yang Diperoleh Dengan Menggunakan Pertimbangan Tertentu, Umumnya Disesuaikan Dengan Tujuan Atau Masalah Penelitian. Hasil Penelitian Dengan Menggunakan Analisis Regresi Linear Berganda, Menunjukkan Bahwa Secara Simultan Variabel Bukti Fisik (X1), Keandalan (X2), Daya Tanggap (X3), Jaminan (X4) Dan Empati (X5) Memiliki Pengaruh Yang Signifikan Terhadap Kepuasan Pasien (Y) Dengan Signifikansi 0,000 Dengan Koefisien Determinasi (R2) Sebesar 0,619 (61,9%). Sedangkan Secara Parsial, Variabel Bukti Fisik, Keandalan, Daya Tanggap, Jaminan Dan Empati Menunjukkan Adanya Pengaruh Yang Signifikan Terhadap Kepuasan Pasien Rawat Inap Dengan Signifikansi Dari Masing-Masing Variabel Sebesar 0,238, 0,304, 0,050, 0,122, 0,250. Variabel Yang Berpengaruh Dominan Terhadap Kepuasan Pasien Rawat Inap Yaitu Variabel Keandalan (X2) Dengan Standardized Coefficients Beta Sebesar 0,304 .
English Abstract
The Research Aimed At Knowing The Influence Of Service Quality To The Customer Loyalty That Is Mediated Through Customer Satisfaction And Company Image To Customer That Stay In Pelangi Hotel Malang. The Research Type Is Explanatory Research. Research Population Were The Guests That Stayed In Pelamgi Hotel Malang. Sample Were 112 Respondents That Taken By Using Accidental Sampling And Data Collection Method Using Questionnaire. Data Analysis Using Descriptive Analysis, And Path Analysis. The Path Analysis Results Showed That The Service Quality (X1) Has Significant Influence To The Customer Satisfaction Variable (Y1) That Is Evidenced With The Coefficient Value (Β) Of 0.421 With Significant Level Of 0.000 (P<0.05). The Service Quality Variable (X1) Has Significant Influence To The Company Image Variable (Y2) That Is Proven With The Coefficient Value (Β) Of 0.244 With Significant Level Of 0.014 (P<0.05). The Service Quality Variable (X1) Has Not Significant Influence To The Customer Loyalty Variable (Z) That Is Proven With The Coefficient Value (Β) Of 0.038 With Significant Level Of 0.651 (P>0.05). The Customer Satisfaction Variable (Y1) Has Significant Influence To The Company Image Variable (Y2) That Is Prove With The Coefficient Value (Β) Of 0.218 With Significant Level 0.027 (P<0.05). The Customer Satisfaction Variable (Y1) Has Significant Influence To The Customers Loyalty Variable (Z) That Is Proven With The Coefficient Value (Β) Of 0.373 With Significant Level 0.000 (P<0.05). The Company Image Variable (Y2) That Has Significant Influence To The Customer Loyalty Variable (Z) That Is Proven With The Coefficient Value (Β) Of 0.386 With Significant Level Of 0.000 (P<0.05). s o It Can Be Conluded That The Service Quality To The Cutomer Satisfaction And Company Image Have Significant Influence, While The Service Quality Do Not Have Significant Influence To The Customer Loyalty. The Customer Satisfaction And Company Image Have Significant Influence To The Customer Loyalty
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2013/487/051310734 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 11 Nov 2013 13:39 |
| Last Modified: | 22 Oct 2021 02:07 |
| URI: | http://repository.ub.ac.id/id/eprint/116036 |
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